17698 - Call Handler Training

I would like to know what training call handlers receive to deal with the potential secondary trauma that they may experience when taking initial calls and also dealing with not knowing the outcomes for people involved in the call.  I would also like to know if you use an external training provider who it is. 

 

  • Reference:
    17698
  • Response:
    I would like to know what training call handlers receive to deal with the potential secondary trauma that they may experience when taking initial calls and also dealing with not knowing the outcomes for people involved in the call.  I would also like to know if you use an external training provider who it is. 

    EEAST does not provide this type of training within EOC (Emergency Operations Centres) and there is no external training.

    Call Handlers receive initial training on managing 999 calls through their Emergency Medical Dispatch certification course and local induction training. There is no formal training that focuses on call handlers not knowing patient outcomes.

    We have a considerable wellbeing offer for all of our staff; we have a number of TRiM practitioners within the EOC should staff require referrals or wish to discuss calls further.

    Call Handlers can follow up on patient conditions via their line managers (with information from the responding crews) and if the incident involves any kind of investigation, however, patient confidentiality muse be maintained.

    They are also advised when patients have been ‘Discharged Alive’ as they receive a letter and in some cases (particularly where a patient has survived a cardiac arrest or a call handler has helped to deliver a baby), patient meets ups are arranged.

  • Area:
    Trust wide
  • Category:
    • Calls
    • Training
  • Month:
  • Year: